[OPLINLIST] NEO--Enhance the Customer Experience Series:--Online

[Melissa Lattanzi]

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Enhance the Customer Experience Series:


*         Phone Etiquette and Call Management
Wednesday, August 31st @ 2:00 p.m<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1176>. & Thursday, September 1st @ 10:00 a.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1177>


*         Customer Service Recovery: What We Do When We Make a Mistake
Wednesday, September 7th @ 10:00 a.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1178> and Thursday, September 15th @ 2:00 p.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1180>


*         Internal Customer Service:  How Do We Treat Our Fellow Employees
Wednesday, October 19th @ 10:00 a.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1184> and Thursday, October 20th @ 2:00 p.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1185>


*         Handling Angry Customers with Tact and Skill:
 Wednesday, November 2nd @ 10:00 a.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1179> and Thursday, November 3rd @ 2:00 p.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1181>


*         Emotional Intelligence: Raise the Bar on Service
Wednesday, February 8th @ 10:0 a.m<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1182>. and Thursday, February 9th @ 2:00 p.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1183>



Melissa Lattanzi, Senior Continuing Education Specialist
lattanzm at neo-rls.org<mailto:lattanzm at neo-rls.org>
http://www.neo-rls.org<http://www.neo-rls.org/>
Northeast Ohio Regional Library System
4445 Mahoning Ave. NW
Warren, OH 44483
330-847-7744 ext. 12

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